Thank you NatandTom, great suggestion! I used the Live Chat for help and they explained to me what to do (I say they because it seemed to be an individual and their manager). For those out there that encounter this issue in the future, what you do is:

-turn the back handle around clockwise so it's looking up

-pull it down a bit, it might seem like it's going to break but I pulled it down almost 90 degrees without breaking it